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  5. Siebel 4.0-2 Change Management Questionnaire - COP
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Siebel 4.0-2 Change Management Survey Questionnaire
This questionnaire is part of a dissertation research project conducted by Mark Hambling, a final year Business Information Systems Student at The Nottingham Trent University. This questionnaire is focused primarily on the way in which the change affecting people during Siebel 4.0-2 implementation is managed by Microsoft UK (MSUK) in the context of a multi-national Customer Relationship Management (CRM) project.



There are 12 questions in this survey and it will take no longer than 10 minutes to complete the questionnaire.



Your survey responses will be strictly confidential and data from this research will be reported only in the aggregate. Your information will be coded and will remain confidential. Please make your answer by selecting the neccesary box or button, or entering an answer in the text box, where applicable. If you have questions at any time about the survey or the procedures, you may contact Mark by email at the email address specified below each question.


Thank you very much for your time and support. Please note questions with red asterisk require an answer to be given. Please start with the survey now by clicking on the Continue button below.
 
 
1. What is your Job Title? (please select as applicable)
*  
 
Mid-Market Engagement
 
Partner Engagement
 
Regional Business Manager
 
Partner Programs
 
Partner Incubation
 
Express Campaigns
 
Other (please specify)
 
 
2. How long have you been working at Microsoft UK?
* How long have you been working at Centrica
 
3 - 5 Months
 
6 - 11 Months
 
12 + Months
 
3. What is your current job status?
*  
 
Full Time Employee (FTE)
 
Contractor (i-)
 
Vendor (v-)
 
Other (please specify)
 
 
4. Are you familiar with the term of Change Management in how it relates change affecting people?
* If the answer is "No" please click the help icon
 
Yes
 
No
 
5. Which of these statements best applies to how change is managed at Microsoft UK?
*  
 
MSUK exists in a state of rapid and continuous change
 
MSUK evolves through long periods of stability with short bursts of fundamental change
 
Departments within MSUK deal with change incrementally and separately
 
MSUK is constantly undergoing small changes
 
Other (please specify)
 
 
6. Please select how applicable each of these statements are in describing the management of change affecting your job role?
Strongly Agree Agree Neutral Disagree Strongly Disagree Prefer not to say
* Training is inadequate leaving unanswered questions about the change
* Those concerned with the outcome of the change project take part in planning
* Change projects create resistance which has to be broken
* Communication about the change is limited to only those directly concerned with the project
* The implementation of the change within your role is managed solely by MSUK
* Communications about the change are timely and relevant
* There are long periods of planning before the change is delivered
* Project teams have sometimes a lack of consequence and consistency in regards to the change
* Conflicts within the change are looked for and try to be solved
* There are delays in the timescales that are set in the change project
Strongly Agree Agree Neutral Disagree Strongly Disagree Prefer not to say
* Involvement in the change project before delivery takes place
* Good ideas for change are hidden and used for personal agendas
* Change is expected without being linked to incentives
* There are logical reasons for change which are visible and the goals are transparent
* The project lead for the change is known and project champions aid the planning and implementation
* The process of implementation for the change is flexible and reactive
 
 
7. Which of these statements best describes the Siebel 4.0-2 project?
*  
 
The Siebel 4.0-2 project is managed within a set timeframe with clear objectives and methods that were communicated in advance, and managed in a controlled way
 
The Siebel 4.0-2 is a dynamic project which changes in timescales and deliverables. It has focus on contingency which appreciates the complexity of issues
 
The Siebel 4.0-2 project is a combination of the above two statements but not necessarily in equal proportion
 
Other (please specify)
 
 
8. Which of the below statements best applies to how you feel the Siebel 4.0-2 project is managed?
Strongly Agree Agree Neutral Disagree Strongly Disagree Prefer not to say
* Each release begins with no anticipated planning
* Key implementation personnel are chosen, put in charge and left unchanged
* Training is frequently given with supporting materials creating confidence with the system and the processes
* The reasons for change are unclear and there are different views of the goals of the implementation
* Corporate Headquarters and EMEA direct the implementation of the CRM system with MSUK having no control
* There are predetermined guidelines for how the system implementation is to be managed and these are followed
* Conflicts within the implementation are avoided
* The direction of the implementation is influenced by resistance
* Implementation leadership is unclear and CRM champions are not utilised effectively
* Wide timescales for the implementation deliverables are set and goals and are met
Strongly Agree Agree Neutral Disagree Strongly Disagree Prefer not to say
* Incentives are linked with the implementation to aid the process of change
* Once the implementation has taken place, user involvement in the project begins
* The CRM strategy, system design and processes are determined completely outside of MSUK’s control
* Communications about the implementation are not given in advance and not relevant
* Implementation communications are open and readily available
* Ideas are openly communicated and encouraged within the implementation
 
9. Please rank these requirements about change in order of importance to you, from 1 to 9.
* (1 = most important; 9 = least important)
Appreciation of how the change will take place and be effectively communicated
Awareness of who is ultimately responsible for the project
Knowing the project recognises organisation wide dependencies and gives caution to people, process and infrastructure
Feeling that everyone is focused on the same goals and objectives
Understanding why change is happening and why it is necessary
Recognise the project is being implemented by people with the necessary core skills in a clearly defined and tracked manner
Being able to take ownership and influence details of the change
Having assistance from the project owners, project infrastructure, training specialist to create a supportive environment
Conscious that key individuals are involved in the project
 
 
 
 
   
 
 
For clarification please click the help icon
   
 
12. Have you participated in a Customer Relationship Management (CRM) implementation prior to Siebel 4.0-2?
*  
 
Yes
 
No
 
 
 
   
 
 
 
   
 


Thank you very much for your support, it is greatly appreciated

Please contact Mark Hambling at [email protected] or [email protected] if you have any questions regarding this survey.
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